Alpenresidenz Buchenhöhe

This was my first time calling 110 in Germany and getting the police involved with a hotel. The receptionist, who said he was the manager, was extremely rude. He was yelling at me about the invoice address, and my 2-year-old son was frightened and cried. Two police officers came and told him to add just a company name to the invoice. The manager and hotel wasted local police resources. The officers spent an hour dealing with this nonsense, and I spent two hours at the hotel plus another two calming my son down. I don’t know why we were treated this way. This isn’t a cheap hotel. Maybe it’s just because I’m not German. The strangest thing was that the room attendants seemed to be minors, under 18 and still in school, from my point of view. I refused all housekeeping during our stay. Does anyone know where I can file a formal complaint about this in Germany, besides leaving a comment on Google Maps? I’ve never had such a bad travel experience. I’ll read more reviews before booking next time.

One front desk staff member spoke to us disrespectfully on our second evening. I was sitting in the lobby with my kids when we were asked for our room number in a way that felt suspicious and unwelcoming. It was a small incident, but it changed how I felt about the stay. The hotel is peaceful and surrounded by nature, and the experience was good overall. With better customer service, it could be excellent.

At 1000 meters, the setting is lovely, the view incredible, the room comfortable, and breakfast tasty. Most of the accommodation staff were polite, cheerful, and service-minded, except for the receptionist. We were checking out in a good mood when she suddenly asked us for a tourist tax of 3,10 euros per person/day. We hadn’t heard about it before, but were okay paying. Then she raised her voice and explained the tax in a really contemptuous tone. It was awful to have the other customers in the breakfast room beside reception see her behavior. Her male colleague, who wore eyeglasses, looked appalled, shook his head at her, and left. We also weren’t given the Berchtesgaden gästegarte (guest card) that the host is supposed to give every overnight guest in the area. It was only a small extra charge, 18,60€, but I just wanted to understand the tax on principle. What a circus.

The mountain views from our room made a peaceful backdrop for our two-night family stay, which turned out better than we expected. The spacious room was clean and comfortable, a nice place to come back to after exploring. Staff were friendly and attentive, taking care of things promptly, and breakfast stood out with a tasty spread and plenty of variety.